Singlife ClaimConnect

(Mobile App Version)

Updated Jan 2022

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 Disclaimer

The material is prepared strictly for internal circulation for use by

participating distributors and/or its representatives in related
roles and any dissemination, copying or circulation in any form to
any other third party is strictly prohibited. Although the
information contained herein are believed to be accurate, no
warranty or representation is made to its correctness,
completeness or accuracy.

Any use of, or reliance on, the contents of this document shall be
at your own risk. Singapore Life Ltd accepts no liability
whatsoever, including any direct, indirect or consequential loss
arising from or in connection with the use of or reliance on this
document or its content. The information in this presentation shall
not be reproduced in whole or in part without the prior written
consent of Singapore Life Ltd.
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 Singlife ClaimnConnect introduction

Singlife Introducing
ClaimConnect our app
introduction Submit your employee insurance
claims and monitor every step of the
claims-process on-the-go.

Information and empowerment, right

at your fingertips.

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 What are the features?

 Submit claims on-the-go

o Use your mobile device to take a picture of the necessary
receipts/documents and file your claims electronically via
the app. No unnecessary paperwork required!
o Submission of original claims documents are no longer
required. Hassle free claims submission process!

 Stay updated on the claims status

o Stay updated on the status of your submitted claims with
notifications via the app’s inbound messaging centre.
o You can also view your and your dependants’ claims history
easily via the app.

 View your coverage details at a glance

o Not sure what your company coverage is or whether your
dependants are covered? Now you can just launch the app
to get details!
o You can also use the Financial calculator tool to help you
estimate your financial commitment before starting any
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treatment at hospitals.
 What are the features?

Only applicable to policyholder entitled for Letter of Guarantee

(LOG) facility.

 Letter of Guarantee
oYou can request for Letter of Guarantee before any planned
admission/surgery.

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 What are the features?

More features if the policyholders have outpatient panel benefits:

 Forgot your medical card? No worries.

o The app comes with an e-version of your employee health
benefits card that you can flash at the GP clinic, Specialist
clinics, A&E and selected specialist clinics of participating
hospitals depending on your plan coverage.

 Locate the nearest panel clinic

o Either as a list or by map view, you can quickly locate the
nearest clinic that’s on your company’s panel.

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 Let’s start
exploring the app

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 Login Page - Help

Available information:
• FAQ
• Contact Us
• Security & You
• Terms of Use
• Privacy Statement

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 First Time
Registration

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 First Time Registration

1. Key in NRIC/FIN/Passport No

2. Select your date of birth

3. Click on Register

Click on Register here

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 First Time Registration

Check your Company

name, Name & Email. If
they are in order, select Welcome Email and
your preferred email Password will be sent to
and click Send Password the email account
selected.

If the information stated

are incorrect, please do
not proceed.
Contact your HR support
to get your details
updated first

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 Welcome Email

Click here to go
ClaimConnect login page
and select
“Log in with Singpass”

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 Using Singpass

Tab on
“Log in with singpass
mobile”

Tab on “Singpass app”

and scan the QR code
or “Password Login”

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 Using Singpass

After verification in
Singpass app,
switch back to
ClaimConnect app
Tab on the
QR Code

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 Using Username and Password

Use Date of Birth (DDMMYYYY) to open the attachment to

retrieve the first-time password

Default Username format

Example:
ID: S****596A
DOB: 26/12/1980

Default User ID: 596A26121980RU5

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 Using Username and Password

Attachment from
Welcome Email

1. Key in the default username

2. Enter the password sent via email

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 T&C Acceptance

Accept Terms and Conditions

(you must accept the terms in order to continue)

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 Update Username and Password

Change your username and password.

(not applicable for Singpass Login)

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 Update Mobile Number

Update your mobile number

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 Select Your Policy

Once OTP verification is done, you will

be prompted to choose your policy to
view.

You are now ready to explore

Singlife ClaimConnect

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 Switch Policy

1. Tab on the For member with multiple

Hamburger policies:
Menu
- SAF/MINDEF MHA policy
- Retail/Shield policy
- Group policy
2. Tab on the
Switch Policy
3. Tab on the View policy
dashboard

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 Make A Claim

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 Hospitalisation/Surgery Claim

1. Select the
name of
claimant 2. Select the
claim type

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 Hospitalisation/Surgery Claim

3. Enter Date of admission 9. Enter the nature of

surgery if surgery was
performed
4. Enter Date of discharge

5. Select clinic/hospital

6. Enter the total amount

incurred, including GST

7. Select the bill currency 10. Select Camera / Gallery

to attach claim documents

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 Outpatient

There will be a Checkbox.

Please “check” it only when you are

submitting a Wellness Benefit claim eg.
Vaccination or Routine Health Checkup.
Upon checking the box, there will only
be Wellness providers available for
selection in the Clinic/Hospital
dropdown. If the box is not checked
then the usual clinics/hospital listing
will be available in the dropdown.

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 Outpatient

For our assessor to assess the claim more efficiently, when you have
selected a hospital or private specialist clinic in the “Name of
clinic/hospital” field, you will be prompted to declare the referral detail;

If you have submitted the referral previously for the specialist visit and the
current claim is a follow up, please select Yes.

Otherwise, select No and the following will be prompted for selection;

• A/E Visit
• TCM Visit
• Other Alternative Treatment
• Walk In Visit Without Referral
• 1st Specialist Visit, Attached With Referral Letter
• Pediatrician Visit
• Yearly Follow Up Visit, Attached With Supporting Document
• Inter-Dept Referral Within The Hospital
• Policy Waiver Of Referral Letter

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 Outpatient

Please select the exact Name of

Clinic/Hospital as per your invoice.

If not available, please key “Other” in the

search field and select the following
respectively based on your visit type.

After selecting, you will need to key in the

name of the clinic/hospital.

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 Bank Account Detail

After completing all mandatory fields, system will

check for the availability of your bank account
detail when you click on “Submit”.

If there is no bank detail record, you will be

prompted with the following message;

Please update your bank detail under “Profile”,

claim will only be reimbursed via Electronic Fund
Transfer mode.

This will not impact policies with payee

arrangement set to the Company Account and
foreign currency policies.

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 Capturing Claims Document

 Place the document against a dark

or contrasting background.

 Include the background on which

the document is resting (a
minimum 2 cm space all around).

 Ensure that the document shows

clearly on the screen with readable
text, under sufficient lighting.

 The camera will auto capture once

it detects that the image is clear.

 Take only one document/receipt

per snapshot. Do not place
multiple items together for a single
image capture.

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 Capturing Claims Document

Check the quality of image. If the

image is clear and text is readable,
click Attach. Otherwise click
Retake to take another image of
the document.

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 Terms and Conditions

Tick the checkbox

Click at terms and

conditions to view full
T&C

Click Submit

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 Claim Submission

Please keep the original

bills for 6 months. We may
contact you to enquire
about a specific document
or to verify a claim.

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 Draft Claim

2. Click “Yes”
1. Click “Save” to save

 You may choose to save the claim first through the Save button
 The saved claim will be available in “View claims” with “Draft” status. If it remains in Draft for more than 2 weeks, the member
will receive SMS reminders to submit the claim promptly.
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 View Claims

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 View Claims

 Able to view all medical

Recent reimbursement claims at
Display all
different status, including
claims status claims filed using the
that are still hardcopy method.
pending

History

Display last 2 calendar years of claims.

Display all claims statuses

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 View Claims

1. Select the name

Default to
Employee.
Click to
select other
claimant. 2. Can further filter by
Claim Status

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 Claim Statuses

Draft
You have saved a claim in Draft and have not submitted it.

Submitted
You have successfully submitted the claim.

Processing
We have received the claim and is in the midst of reviewing your
claim.

Pending requirement
We have requested for additional documents to review the
claim and is waiting for your submission.

Paid Closed
Rejected
We have paid We have closed
We have rejected
your claim your claim due to
your claim
incomplete claims
documents
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 Claim Details

 A summary view of the claim

 Claims documents submitted

using ClaimConnect app

 Payment Advice for paid claims

 Rejection status for an

unsuccessful claim

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 Delete Draft Claim

1. Click Tab on the

bin

2. Click Yes to delete claim

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 Withdraw Claim In Pending Requirement

1. Select the claim you would like to

cancel. You can only withdraw
claim if the claim is at “Pending
requirement” status

3. Enter your reason

of withdrawing the
claim and click Yes

2. Click on Withdraw Claim to

proceed with the cancellation

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 Messages

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 Messages

 Home page will display the

number of unread messages

 Display messages up to the last

6 months. Older messages will
be removed automatically.

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 Type of In-app Messages

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 Additional Document

Attach a picture of
the required
document

Please enter
your comments
here.

Click Submit to
complete the
submission
Messages – an example of requesting for document and how you may respond
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 Type of Electronic Messages

 Push messages within ClaimConnect app

 SMS will be sent if we are given the mobile number of the insured
employees. Which means
(a) all claims submitted through ClaimConnect app will receive SMS
(b) claims submitted through hardcopy will receive SMS only if we have
the insured employees’ mobile number

 Email communications

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 End to End Communication

End-to-end communication throughout the claim journey

If additional documents are App messages Upon claim payment

Submit claims App messages
required Check app for details
using app

Check app for payment

Email/letter depends on Reply to the requirement using the app
Email/letter depends on details
claims arrangement Reminders claims arrangement
(Either submitted using app or hardcopy)
Letter Letter

If reminders are sent via email

Reminders notification (total 2
Reminder App messages, check App for
reminders)
details, reply the requirement thru the
App

Email depends on claims

arrangement

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 Benefits

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 Financial Calculator

Fill in the requested

information and click
Calculate at the end of
the questions

Check the
Disclaimer

Select the
appropriate type of
treatment and click
Next

The member may use this financial calculator to estimate the policy payout and coverage amount
for an inpatient treatment under the basic plan. A policy may cover all, some, or none of the costs.

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 Balance Entitlement

Select a claim type to view

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 Plan Entitlement

 View the full medical plan

entitlement.

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 My Profile

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 Change Password

3. You can now login

1. Click on using the password
Change
password

2. Enter both existing

and new passwords,
then click Confirm to
proceed

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 Update Profile
For employee For dependant:

Select the
dependant

Changes that can be made for employee: Changes that can be made for dependant:
1. Nationality 1. Nationality
2. Bank account if the payment arrangement is
via direct credit. If this is updated, a
notification SMS will be sent to the member.

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 Letter of Guarantee

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 Letter of Guarantee

The number displayed

will be according to
what the policy
provides.

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 Message on Letter of Guarantee

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 eCard

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 eCard

Portrait view of eCard Landscape view of eCard

Swipe to
see more
member

Our panel providers will accept a screen capture of the eCard from the app, instead of logging into our app
during the registration at clinic to retrieve the eCard.

The date on the screen capture eCard must be within 1 week from date of visit when shown to the clinic.
However, the clinic do reserve the right to see the app live eCard if they suspect potential abuse or fraud.
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 Find A Clinic

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 Find a clinic

Turn on your Location Services –

the clinics will be sorted
automatically by distance, starting
with the clinic nearest to you.

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 Bookmark Clinic

Select the
clinic You can
now view it
at the
Favourites
tab

Click
bookmark

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 Bookmark Clinic

2. Give
the rating
using the
star score

3. You can also enter

any feedback here
and click Submit.
1. Click on
“Rate your
experience”

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 Help and FAQ

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 FAQ and Claim Process

Claims help contains useful FAQ provides tips on using Claims process provides
info for self-help. ClaimConnect. general claims process info.
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 Contact Us

This page can be

customised to
show the
Contact us page
servicing broker/ provides info on our
agent’s contacts. claims hotline, mailbox
and office address.

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 Forgot Password & Forgot Username

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 Forgot Password

The new OTP will be sent to the

Click on Forgot Enter username, captcha and Enter your SMS OTP and click mailbox that you have selected
password click on Retrieve password on Submit during the registration
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 Forgot Password

2. Login using the

new password
received

1. Retrieve the new password sent to

your mailbox

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 Forgot Password

Enter your identification User id will be

Click on Forgot number, date of birth, captcha
username sent to your
and click Retrieve username email.
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 Forgot Password

Click here to retrieve your

username.

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 -END-

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